Customer Experience Management- goodbye to traditional marketing enabling new marketing.docVIP

 PAGE \* MERGEFORMAT 10 Customer Experience Management: goodbye to traditional marketing enabling new marketing Following the ‘Experience Economy Time’ was claimed to have come after, Pine and Gilmore in the ‘experience economy’ a book on the ‘experience’ the meaning has been further elaborated, declares’ we are entering a new era in the economy: the experience economy has gradually become a Following the service economy after another stage of economic development ‘. Various international companies are increasingly the ‘total customer experience (total customer experience)’ or ‘Branded Customer Experience (branded customer experience)’ as an enterprise an integral part of strategic management. Experience the whole market has become increasingly important and outstanding business concerns. born out of customer experience management has also become the business managers to learn to master new skills and major consulting firms to provide customers with one of the major knowledge assets. We believe that the Customer Experience Management (Customer Experience Management, CEM) is not only the experience of sectors of the economy in a very important concept, but also increasingly become a modern enterprise management, the basic strategic choices and capacity development goals. In other words, even if a business or industry finds itself still at the stage of products of economic or service economy, but such products and services are increasingly becoming the inevitable ‘customer economy’ as part of customer experience management in the enterprise will inevitably be daily management is increasingly being involved in the competition are used to distinguish between winners and losers. According to Bernd H. Schmitt in the ‘Customer Experience Management’ a definition of the book, the customer (customer) experience of management is the ‘strategic management of the product or company’s overall customer experience, the process’. Customer Experience Management focus on ever